Director of Customer Success

About the role

As Director of Customer Growth & Success, you’ll lead the team that helps churches and nonprofits grow their giving through Givelify. You’ll drive outcomes like higher customer adoption rates, strong CSAT scores, and increased donor engagement. You’ll oversee strategy and execution for high-touch engagement, ensuring Customer Success Managers meet targets such as Executive Business Review completion, no-show reduction, and number of customer touches. You’ll track key KPIs—product adoption, retention, and CSAT—and champion customer advocacy by surfacing insights, elevating the voice of the customer, and building strong, trust-based relationships with customers.

Your team

The Director of Customer Growth & Success will get to:

• Drive strategy and execution for high-touch customer engagement across the customer success team
• Own and improve key KPIs: Product Adoption Rate, Customer Retention Rate, # Of Donors using the product, CSAT (Customer Satisfaction Score), Customer Engagement Rate, EBR Scheduling and Completion Rate and No-Show Reduction, Number of High-Quality Customer Touches
• Champion and scale customer success enablement programs (e.g., EBR playbooks, objection handling, success frameworks)
• Analyze and act on customer health insights to retain, grow, and segment accounts
• Operationalize the voice of the customer—turning feedback into product, process, and messaging improvements
• Collaborate with Product, Revenue Ops, Marketing, and Support to deliver a connected customer experience
• Pilot and evolve strategic programs on the Customer Success roadmap
• Represent Customer Success in executive forums, planning cycles, and strategic initiatives

What you’ll bring

• Use data and customer insights to guide strategy and course-correct quickly
• Coach and support CSMs with clear performance expectations and growth paths
• Maintain strong executive relationships with key customers
• Serve as a strategic thought partner on retention, growth, and product feedback
• Contribute to company-wide planning with customer-centric insights and success metrics

Experience

• MBA, or Master’s Degree is highly preferred; otherwise, Bachelor’s Degree plus relevant Customer Success Certification(s)
• 5+ years of experience in Account Management, Customer Success and Growth at a company with a usage-based pricing revenue model
• 2+ years leading customer-facing teams with measurable performance metrics
• Strong background in high-touch customer engagement and success planning
• Proven track record managing KPIs tied to retention, engagement, CSAT, and program adoption
• Exceptional communication, coaching, and strategic thinking skills
• Experience working cross-functionally with Product, Ops, and Marketing teams
• Familiarity with tools like Salesforce, Gong, and customer health scoring frameworks
• Passion for helping mission-based organizations grow their impact

Superpowers

• Strategic thinker with a bias toward action and measurable outcomes
• Empathetic leader who can coach, inspire, and hold a team accountable
• Exceptional communicator and trusted customer advisor
• Operationally savvy with an eye for improving systems and processes
• Passionate about helping people do more good in the world